Customer Service T-Mobile
Resume:
MAE ANN RUTH D. MOLINA
**** ********* ** ****** ***, MABALACAT PAMPANGA
CELLPHONE NUMBER: 096********
EMAIL ADDRESS: ********@*****.***
OBJECTIVE
To acquire a position in this industry where I can contribute my extensive experience and skills
And as well as improve my knowledge and skills to help me perform my job to the best of my ability.
QUALIFICATIONS
Independent and works with minimal supervision
Proficient and well-versed in using MS Word, MS PowerPoint, advanced MS Excel skills and report generation
Articulate and proficient in English and Filipino language, both in written and oral forms
Commendable leadership abilities, particularly in planning, delegation, and enhancing teamwork
Results-driven and ensures that objectives are being met
PC troubleshooting.
Basic knowledge in Router Configuration and Networking
Licensure examination for Midwifery (2007) - Passed
Work Experience:
T-mobile Operation Supervisor CPV March 2022 - Present
IQOR- SM City CLARK
Customer service: Ensure agents are providing high-quality service and meeting customer needs
Performance management: Monitor and evaluate agent performance, and identify areas for improvement
Training and coaching: Develop and implement training programs to improve agent performance
Quality assurance: Ensure agents are adhering to company quality standards
Conflict resolution: Resolve conflicts between agents and improve productivity
Reporting: Analyze call center data to identify trends and performance gaps
Customer feedback: Monitor customer feedback and identify ways to improve satisfaction
T-mobile Aspire Leap Coach/NMA July 2021 – March 2022
IQOR- SM City CLARK
Responsible for incoming New Hires with their nesting periods.
Monitoring calls, providing one on one coaching.
Monitoring attendance and also escalating issues, administrative issues/tasks.
Monitoring score card.
T-mobile MENTOR/NMA December 2020 – July 2021
IQOR- SM City CLARK
Responsible for incoming New Hires with their nesting periods
Monitoring calls, providing one on one coaching.
Helping New Hires in terms of product knowledge.
Monitoring score card.
T-mobile Customer Service Representative/NMA January 2020 – December 2020
IQOR- SM City CLARK
Answering Inbound Calls about inquiries regarding billing, technical and issues regarding their account.
Providing the correct understanding regarding their specific inquiries and helping customer in regards of billing and selling the product at the same time.
Transition Advocate AT&T August 2017 – December 2019
Convergys Clark - Clark Pampanga
Responsible for incoming New Hires with their nesting periods
Monitoring calls, providing one on one coaching.
Monitoring attendance and also escalating issues, administrative issues/tasks.
Monitoring score card.
Customer Service Representative January 2017 – August 2017
Convergys Clark - Clark Pampanga
Answering Inbound Calls about inquiries regarding billing, technical and issues regarding their account.
Providing the correct understanding regarding their specific inquiries and helping customer in regards of billing and selling the product at the same time.
Technical Support Representative November 2016 – January 2017
Convergys Clark - Clark Pampanga
Answering Inbound Calls about inquiries regarding technical problems for the specific account.
Providing the correct Trouble Shooting steps and helping customer in regards of billing and selling the product at the same time.
Outbound sales / Cold calling October 2015 – September 2016
MainHub – Angeles City Pampanga
Lead generation: Actively reaching out to potential customers to identify and qualify leads through cold calling and other outreach methods.
Appointment setting: Scheduling meetings or demonstrations with potential clients based on initial contact.
Sales pitch delivery: Presenting product or service information to prospective customers, highlighting key features and benefits.
Customer needs assessment: Understanding customer requirements and identifying potential solutions that align with their needs.
Objection handling: Addressing concerns and overcoming objections raised by potential customers during the sales process.
Market research: Gathering information about market trends, competitor analysis, and customer behaviour through outbound calls.
Data collection: Recording customer details, feedback, and interactions within the CRM system
Upselling and cross-selling: Suggesting additional products or services to existing customers to increase sales value
Sr. Quality Analyst – Mortgage/Real estate account December 2013 – October 2015
Sutherland Global Services, Inc. at Bethaphil II, Bethaphil Compound, Jose Abad Santos Ave., Clarkfield, Pampanga
Responsible for auditing quality and providing feedback to Supervisor and Trainer
Coordinated and facilitated call calibrations sessions together with the Quality Analysts of the program.
Delivered reports on time as requested by the management.
Document Review Analyst/Consultant February 8, 2010 – December 2013
Sutherland Global Services, Inc. at Bethaphil II, Bethaphil Compound, Jose Abad Santos Ave., Clarkfield, Pampanga
Reviewed documents assigned per line of business (Title, HOI and Flood)
Call for corrections, answers Loan Counselor queries (thru email).
Met predetermined targets and represented the client in a professional manner
Ensured highest quality is maintained to meet and/or exceed client specifications
Customer service representative (Target.com) October 10, 2009 – January 2010
Sutherland Global Services, Inc. at Bethaphil II, Bethaphil Compound, Jose Abad Santos Ave., Clarkfield, Pampanga
Answers inquiries from customer regarding the products, shipping and transactions
Providing excellent customer service.
Internet Café Facilitator (May 2005 to October 2008)
Develop and implements plans for business wise use.
Watch over the place for upcoming customer and queries.
Trouble shooting, router configuration and networking.
Personal information:
Birth date: March 1, 1988
Age: 36 years old
Civil status: Single
Nationality: Filipino
Educational Background:
Don Mariano Marcos Memorial State University (SLUC) June 2007 – June 2008
B.S. Nursing
Undergraduate 4th year – 1st semester
Don Mariano Marcos Memorial State University (SLUC) June 2005 – May 2007
B.S Midwifery
Graduate and licensed
Don Mariano Marcos Memorial State University
Elementary – School year 1995 - 2001
high school – school year 2001 - 2005
TRAININGS
Online Campus MBA September 2011
Sutherland Global Services, Inc. at Bethaphil II, Bethaphil Compound, Jose Abad Santos Ave., Clarkfield, Pampanga
Test Status: Certified
Foundation Training – Language Core Skills October 2011
Sutherland Global Services, Inc. at Bethaphil II, Bethaphil Compound, Jose Abad Santos Ave., Clarkfield, Pampanga
Test Status: Passed
References
Katherine Tanya M. Dangilan
Trainer/Quality Manager Arvato
Mobile: +639*********
Russel John Dublin
Team Manager – Support Ninja
Mobile: 094********
Contact this candidate